M-PESA GlobalPay

This is a VISA virtual card that is linked to your M-PESA wallet. The M-PESA GlobalPay virtual card enables you to make payments to International online merchants for goods and services using your card details.

The card includes a 16-digit card number, expiry date (mm/yy) of the card and the security code also referred to as CVV.

On M-PESA APP:

▪ Log in to your M-PESA APP.

▪ Select the Grow Tab.

▪ Select the GlobalPay tab, to activate your M-PESA GlobalPay.

▪ Select your card color.

▪ Enter PIN.

▪ You will receive an SMS with the card number and expiry.

On M-PESA USSD (*334#):

▪ Dial *334#

▪ Select Lipa na M-PESA (Option 6).

▪ Select M-PESA GlobalPay (Option 5).

No. This is a virtual card that will be accessed through the M-PESA App or USSD *334#.

M-PESA customer limits will apply i.e., minimum amount of Ksh 1 and a maximum of Ksh 150,000 per transaction with a maximum transaction limit of Ksh 300,000 per day. The minimum amount will change based on the prevailing USD-KES rate. 

(NB: Minimum amount is dynamic and equivalent to $1 to ease settlement procedures.)

Safaricom will apply markup of 3.5% on the transaction value at the prevailing forex rate for international payments. This will be based on the exchange rate of the billing currency (Ksh) to the currency used at the time of purchase e.g. (USD, GBP etc.)

An additional $0.04 will apply for all transactions.

There will be no other charge such as M-PESA transaction fee.

No. In case of a reversal, the total amount reversed back to the customer is not inclusive of the 3.5% forex markup fee and the $0.04 fee.

The Card expires after 3 years. You will be informed at least 4 times before your card expires in the following intervals: - 1month, 7days, 3days and 1day to expiry.

Yes. A card will become dormant if it is not used for a period of 6 months. One can however, activate directly from the M-PESA App or USSD.

No. You can only pay to international online merchants that accept VISA cards such as Netflix, Amazon, AliExpress etc.

For a transaction initiated to a local online merchant e.g., Jumia, the M-PESA Customer will receive an appropriate message on the checkout option advising them to use Lipa na M-PESA option.

Some merchant categories are restricted on M-PESA GlobalPay Virtual Visa card e.g., gaming, gambling, money transfer services and crypto currency.

No, the card is a prepaid card and therefore it cannot receive Money but you can use it to make online payments.

No. Fuliza will not be available for M-PESA GlobalPay Payments.

▪ This is a security feature that enables merchant sites to ensure you are the real owner of the card to reduce fraudulent activities on your card.

▪ A CVV is generated by the customer during the payment process, to verify the payment.

▪ All CVV generated will only be valid for 30 minutes. This will prevent anyone who has your card details from using your card because they may have to generate another CVV.

You cannot use an expired CVV number that is generated at the point of activation. Every time you want to make a payment, a CVV number will be generated and it will only be valid for only 30 minutes.

The Private Card Details, Expiry Date and CVV are confidential numbers that should not be shared with anyone, including Safaricom Staff.

This is a type of SMS that appears directly on your main screen and is not automatically stored in the message inbox. The M-PESA GlobalPay service utilizes Flash SMS messaging to further secure the VISA Credentials.

The set budget functionality is a visual aid and not an enforced aid. Meaning the functionality notifies the customer that the limit has been passed but it is not there to prevent the customer from actuating the transaction.

Merchants are allowed to store card details of the customer for future billing dependent on the services they provide. This is in particular for subscription-based services, as they can bill the customer every monthly cycle without the customer having to go back to the web site. It is therefore important that the customer removes the card details from the site upon not wanting the services or goods. When the customer receives insufficient funds messages, there's a high probability that there's a merchant that is trying to bill him/her for a monthly based service and at that point the customer doesn't have the necessary funds. As such the customer needs to either credit the account to allow the transaction to go through or remove the card details from the merchant site.

A repeat payment permits a merchant to debit your M-PESA wallet for regularly payments e.g., subscription services such as NETFLIX. Repeat payments need customer authorization (shown in the How-To description below, Part IX).

All disputes must first be followed up with the respective Merchant, and if you do not receive any response within 7 days from the time the transaction was done, then you can follow up on the same with Safaricom. The customer is expected to follow the cancellation and refund policies of the merchant before raising any dispute.

Should you fail to reach an amicable agreement with the participating retailer, you may contact Customer Care or visit our retail shops or access the dispute resolution form that is published on the Safaricom website to lodge a dispute. On receipt of a duly filled dispute form, we will contact Visa for resolution. The expected timelines of resolution of a dispute depends on the dispute as will be determined by Safaricom and Visa. If the dispute is because of transaction authorization error, Safaricom will resolve the dispute within 72 hours. However, if the dispute is between you and the participating Retailer, the maximum resolution time is forty-five (45) working days. Raise a dispute process (shown in the How-To description below, XIII).

Where double deductions occur, the merchant usually refund a payment within 72 HRS. However, if you do not receive any refund within 72 hours, you should follow up with the Merchant directly via the link/email they have provided in their website. If no assistance is received after 7 days, you can then raise a dispute to Safaricom via the Dispute Form for further assistance.

All follow-ups for pending reversals should be followed up with the respective Merchant from where the payment was made. You can fill up the escalation form that the merchant has provided in their online platform. Please note; escalations done via the merchants have a shorter SLA (Service Level Agreement), compared to raising it through Safaricom which will take 45 days.

The customer will not be charged to make payments for online purchase from global merchant sites. However, a forex markup of 3.5% applies on the prevailing forex rate of the billing currency at the time of purchase. Customer can also use the forex estimator feature, which can give them a close estimate of the final cost since the actual cost is affected by the dynamic changes in foreign exchange rates. For all transactions initiated, the M-PESA Customer will receive an appropriate message on the checkout option.

I. Activate the M-PESA GlobalPay Service

On M-PESA App:

  • Log in to your M-PESA
  • Select the Grow
  • Select the GlobalPay tab, to activate your M-PESA
  • Select your card
  • Enter PIN
  • You will receive an SMS with the card number and expiry

 On M-PESA USSD (*334#):

  • Dial *334#
  • Select Lipa na M-PESA
  • Select M-PESA GlobalPay
  • Accept terms and conditions
  • Enter M-PESA PIN
  • You will receive a 16-digit number in a flash This is your M-PESA GlobalPay Visa credential (PAN)
  • You will also receive the validity period of the card in a separate flash (Expiry)

II.View M-PESA GlobalPay details

ON M-PESA APP:

  • Log in to your M-PESA
  • From the Grow tab select M-PESA GlobalPay
  • Select show card
  • Enter M-PESA PIN
  • Your card details will be displayed on the screen in the Card (PAN, Expiry & CVV)

On M-PESA USSD (*334#):

  • Dial *334#
  • Select Lipa na M-PESA.
  • Select M-PESA GlobalPay option
  • Select View Card details
  • Enter M-PESA PIN
  • You will receive your card number and validity period for the card in 2 flash SMS messages

III.Generate CVV (USSD)

On M-PESA App:

  • Log in to your M-PESA
  • For the Grow Tab select M-PESA GlobalPay
  • Select show card
  • Enter M-PESA PIN
  • Your card details will be displayed on the screen in the Card (PAN, Expiry & CVV)

 On M-PESA USSD (*334#):

  • Dial *334#
  • Select Lipa na M-PESA.
  • Select M-PESA GlobalPay option
  • Select Generate CVV
  • Enter M-PESA PIN
  • You will receive a 3-digit number in a flash
  • The CVV is only valid for 30 Ensure you are at the merchant site and ready to check out before generating the CVV.

IV.Suspend Card ON USSD

ON M-PESA APP:

  • Log in to your M-PESA
  • Select Grow Tab
  • select M-PESA GlobalPay
  • Select Suspend
  • Provide reason for suspending
  • Enter M-PESA
  • Receive message of successful card

 ON USSD

  1. Dial *334#
  2. Select Lipa na M-PESA.
  3. Select M-PESA GlobalPay option
  4. Select Manage Card
  5. Select Suspend
  6. Select the reason for suspension
  7. Enter M-PESA PIN
  8. You will receive a successful notification indicating suspension of the

V.Unsuspend Card

ON M-PESA APP:

  • Log in to your M-PESA
  • From Grow Tab select M-PESA GlobalPay
  • Select your Unsuspend Card.
  • Enter M-PESA
  • You will receive a notification indicating successful unsuspension of the card from M-PESA GlobalPay

 ON USSD

  1. Dial *334#

  2. Select Lipa na M-PESA.

  3. Select MM-PESA GlobalPay option

  4. Select Manage Card

  5. Select Unsuspend

  6. Enter M-PESA PIN

  7. You will receive a successful notification indicating unsuspension of the card from M-PESA GlobalPay

VI.Cancel card

ON M-PESA APP:

  • Log in to your M-PESA
  • From Grow Tab select M-PESA GlobalPay
  • Select the 3 dots right above your GlobalPay
  • Select Cancel
  • Enter M-PESA
  • You will receive a notification indicating successful card

ON USSD

  1. Dial *334#
  2. Select Lipa na M-PESA.
  3. Select M-PESA GlobalPay option
  4. Select Manage Card
  5. Select Cancel
  6. Enter M-PESA PIN
  7. You will receive a successful notification indicating the card has been successfully cancelled

VII.Mini-statement

ON M-PESA APP:

  • Log in to your M-PESA
  • From the Grow Tab select M-PESA GlobalPay
  • All your recent transactions are visible on the Homepage

ON USSD

  1. Dial *334#
  2. Select Lipa na M-PESA.
  3. Select My M-PESA GlobalPay option
  4. Select Mini statement
  5. Enter M-PESA PIN
  6. You will receive an SMS notification with the last 5 transactions done on the

VIII.Enabling Repeat Payments

ON M-PESA APP:

  • Log in to your M-PESA
  • From the Grow Tab select M-PESA GlobalPay
  • Select Enable Repeat Payments (just beneath your GlobalPay card).
  • Select Enable.
  • Enter M-PESA
  • You will receive a notification confirming successful enablement of Repeat

ON M-PESA USSD:

  1. Dial *334#
  2. Select Lipa na M-PESA.
  3. Select M-PESA GlobalPay option
  4. Select Repeat Payments
  5. Accept terms and conditions
  6. Enter M-PESA PIN
  7. You will receive an SMS notification with a confirmation on enabling recurring payments

IX. Disabling Repeat Payments

ON M-PESA APP:

  • Log in to your M-PESA
  • From the Grow Tab select M-PESA GlobalPay
  • Select Disable repeat
  • Enter M-PESA
  • You will receive an SMS notification with a confirmation of repeat payments

ON M-PESA USSD:

  1. Dial *334#
  2. Select Lipa na M-PESA.
  3. Select M-PESA GlobalPay option
  4. Select Repeat Payments
  5. Select Disable
  6. Enter M-PESA PIN
  7. You will receive an SMS notification with a confirmation on disabling recurring payments

X. Manage Card – Monthly Budget

ON M-PESA APP:

  • Log in to your M-PESA
  • From the Grow Tab select M-PESA GlobalPay
  • Under the Spending tools option, select Set Budget.
  • Enter your monthly budget amount and select Set
  • Enter M-PESA
  • You will receive a notification on the screen - Monthly budget successfully

On the M-PESA GlobalPay page, you will be able to view the amount used    so far, from your set monthly budget.

 ON M-PESA USSD:

  1. Dial *334#
  2. Select Lipa na M-PESA.
  3. Select M-PESA GlobalPay option
  4. Select manage Card
  5. Select ‘Monthly Budget’
  6. Enter amount
  7. Enter M-PESA PIN

Message Received – Dear customer, you have successfully enabled spend limit controls with a threshold of Kes. XXXX for the M-PESA GlobalPay service. You will receive a notification once you reach the limit

XI. Check Monthly Budget Usage Status.

ON M-PESA APP:

  • Log in to your M-PESA
  • From the Grow Tab select M-PESA GlobalPay
  • On the M-PESA GlobalPay page, you will be able to view the amount used so far, from your set monthly

ON M-PESA USSD:

  1. Dial *334#
  2. Select Lipa na M-PESA.
  3. Select M-PESA GlobalPay option
  4. Select Manage Card
  5. Select Monthly Budget
  6. Select check Usage Status.
  7. Enter M-PESA

Message Received – Dear customer, your usage as at DD/MM/YYY is Ksh XX, XXXX. Your current limit is Ksh XX, XXX.

XII. Opt Out

ON M-PESA APP:

  • Log in to your M-PESA
  • From the Grow Tab select M-PESA GlobalPay
  • Select M-PESA GlobalPay
  • Enter PIN
  • Select the 3 dots just above your
  • Select Opt out and
  • Enter PIN
  • You will receive an SMS notification with of successful opt out

ON M-PESA USSD:

  1. Dial *334#
  2. Select M-PESA GlobalPay option
  3. Select Opt Out
  4. You will receive a notification showing successful opt out

XIII. Raise a Dispute

ON M-PESA APP:

  • Log in to your M-PESA
  • From the Grow Tab select M-PESA GlobalPay
  • Select the 3 dots just above your
  • Select Raise a Dispute option and fill the required details. Once submitted, you will be contacted by a customer support agent within 24 hours to commence the dispute resolution

ON M-PESA USSD:

  1. Dial *334#
  2. Select M-PESA GlobalPay option
  3. Select Raise a Dispute
  4. You will be redirected to a Webpage where you will fill out a form. Once submitted, you will be contacted by a customer support agent within 24 hours to commence the dispute resolution

For any queries, dial 100 for prepaid customers, and 200 for postpaid customers. For M-PESA related queries, please dial 234 for assistance. Visit our Retail Centers /Care desks, Access our social media handles; Twitter – @Safaricom_Care and @SafaricomPLC, Facebook - www.facebook.com/SafaricomPLC

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